Customer Service Analyst
Resume:
Executive Profile
Certified Scrum Master with nearly 6 years of experience in directing technology planning, strategy development, leadership and implementation, business & operational transformation execution & business solution delivery
Understood client requirements as part of the Business Consultancy Team & finalizing deals; designing solutions for clients and maintaining cordial relations for repeat and referral business
Experience in Logistics domain; created Use Cases diagrams using Star UML and MS Visio
Analyzed opportunity areas and monitored performance improvement action plans; initiated process improvements by identifying service delivery gaps
Consistent record motivating & mentoring talented professionals; expertise in building large teams that well exceed corporate expectations
Leveraged capability of motivating and leading talented professionals; expertise in building large teams that well exceed corporate expectations
Certificates
SaFe 4.0 Practitioner (Agile)
Certified Scrum Master
IT Skillset
Microsoft PowerPoint, Excel and Word
Agile Methodology
Waterfall Methodology
Scrum Master
AGM, JIRA
Microsoft Visio
Test Driven Methodology
SQL
Coggle
Internship
Tata Technologies, Thane, Maharashtra as Trainee
Key Impact Areas
Key Skills
Education & Credentials
B.Tech. in Computer Science from DIT University, Dehradun in 2013
Career Timeline
Facilitated process improvement which resulted in saving time
Worked closely with different stakeholders to identify opportunities of improvement in customer processes
Adjudged with Smart Award for excellent individual performance while working with Syntel in 2016
Acknowledged with multiple appreciations from clients and managers for excellent performance
Actionable Science, Bengaluru as Product Owner
Atos Syntel, Pune
Growth Path:
Mar’14-Feb’17: Testing Engineering Analyst
Mar’17-Feb’20: Business Analyst
Key Result Areas:
Administering the entire gamut of business planning, driving strategic initiatives and financial planning & analysis
Working towards mapping requirements, providing best solutions for evaluating & defining scope of programs and finalizing the requirements
Suggesting technology-based solutions for enhancing functional efficiency and achieving business excellence
Directing Product Life Cycle Management including product strategy & vision, roadmap, requirements prioritization and development life cycle
Engaged in UAT efforts and ensuring issues are identified, tracked, reported on & resolved in a timely manner
Conducting business process review, identifying and addressing the gap/risks in the processes after understanding customer requirements
Setting out quality standards for various operational areas and ensuring a high-quality customer experience while adhering to SLAs
Leading executive reporting and management, business case development, business unit management, senior stakeholder management and engagement
Conducting Root Cause Analysis & brainstorming sessions using 5 Why’s Fish-bone analysis; working as the conduit between the customer community (internal and external customers) and the software development team through which requirements flows
*(Refer Annexure for Projects)
Annexure:
Projects Undertaken
Project Title: James/EMMA/Megan/Vera Chat Bot Client: RTI, FCC, Dawn Foods
Domain: IT, HR Role: Business Analyst/Product Owner
Period: Since Jan’19
Tools Utilized: Postman, QnA Maker by Microsoft, JIRA, pgAdmin, Visual studio, LUIS
Deliverables:
Working as a product Manager for SAAS based product.
Managing Agile projects and creating chatbots.
Designed chatbots for multiple domains – HR, Finance, IT, healthcare, customer service
Bot training and writing logics for chatbot improvements.
Writing analysis and requirements for the Platform and Chatbots.
Working closely with engineering, QA and Customer success to get the things done.
Explaining user problem to QA and Dev team and finding solution for customer success.
Managed more than 5 successful releases for the product.
Involved in designing of IT Helpdesk, Customer Service and HR Chat Bots using Artificial Intelligence and Natural Language Processing (NLP).
Recognizing client requirements as part of the Business Consultancy Team & finalizing deals, designing solutions for clients and maintaining cordial relations for repeat and referral business.
Testing of Rest API’s, discovering and implementing integration of Chat BOTS with client systems such as Service NOW, Remedy Force, Manage Engine, Okta.
Working with Development Team to implement the solutions using appropriate development tools.
Performing testing of Bots in Test and UAT environments; identify bugs and capture feedback and incorporate the same.
Established appropriate business practices, enhanced process controls and built staff morale; instituted teamwork and responsibility through quality service delivery, projects, growth, business relations & compliance
Writing user stories in Jira; engaged in Jira Management- Defect tracking, daily status, sprint planning, assigning tasks
Engaged in end to end client implementations.
Leading executive reporting and management, business case development, business unit management, senior stakeholder management and engagement
Conducting Root Cause Analysis & brainstorming of issue, working as the conduit between the customer community (internal and external customers) and the software development team through which requirements flows
Tools utilized include but not limited to Postman, QnA Maker by Microsoft, JIRA, pgAdmin, Visual studio, LUIS, Dbeaver.
Project Title: Customer Pricing Mapping Client: FedEx
Domain: Logistics Role: Business Analyst
Period: Mar’17-Dec’18
Deliverables:
Identified and managed requirement for Stakeholders through effective artifacts; created documentation & presentation artifacts on Business Requirement Documents (BRDs), Functional Requirement Documents (FRDs), Use Cases, Logical Diagrams and Data Samples
Reviewed High-Level Designs, Test Plans, Strategy and Test cases; assisted in the overall software delivery process during concept review summits by means of scope management, sizing, and planning
Articulated business problems and provided solution options with benefits and risks; developed business architecture using requirements such as scope, processes, alternatives, and risks
Provided input into developing and modifying systems to meet client needs and developed business specifications to support these modifications
Engaged client in gathering software requirements/business rules, and ensured alignment with development teams; translated stakeholder requirements into over 10 different tangible deliverables such as functional specifications, user cases, user stories, workflow/process diagrams, data flow/data model diagrams
Maintained business requirements and aligned them with functional and technical requirements; facilitated weekly meetings with clients to document requirements and explore potential solutions
Worked on Waterfall technology and Agile methodology and followed the Scrum Process alongside supported the project team during all aspects of the SDLC as subject matter expert
Project Title: Enterprise Pricing Request System Client: FedEx
Domain: Logistics Role: Business Analyst/Quality Analyst
Duration: Aug’14-Feb’17
Deliverables:
As Business Analyst:
Used Agile (SCRUM) software development methodology in defining the problem, gathering requirements, development iterations, business modeling and communicating with the technical team for development of the system
Conducted Requirements Kickoff meeting; performed impact analysis and prepared relevant documentation to help understand change requirements
Documented workflow and results of Business Analysis into User Stories and obtained sign-off from the client on specifications
Conducted UAT and participated in Sprint Meeting with developers, QA’s and Subject Matter Experts (SME) to identify business rules and requirements and documented them in a format that can be reviewed and understood by both business and technical people
As Tester:
Engaged in deriving Test Scenarios based on the requirements and preparation of test cases based on the identified test scenarios
Executed test cases and analyzed test results as a part of SIT and regression testing; performed Adhoc testing, UI testing, Compatibility testing, Smoke testing on Linux and Windows
Engaged in internal and client reviews of prepared test scenarios and test cases to ensure the test coverage
Analyzed requirement documents, design documents and business rules; tracked defects through HP ALM
Led a team of 3 individuals; engaged in calls with SME, Business Owners, Business Analyst and Developers to discuss issues, status updates & clarifying queries
Personal Details
Date of Birth: 20th July 1991
Languages Known: English, Hindi
Address: Asa Kunj, Balak Ram Street, Khatauli, Dist. Muzaffarnagar
**************@*****.***
Anchit Jain
Business Analyst/Quality Analyst
Product Delivery Management
Test Management
Business Analysis
Manual Testing
Client Relationship Management
Business Process Transformation
Stake Holder Analysis
Project Management
Team Management & Leadership
Analytical
Thinker
Intuitive
Innovator
Communicator
Collaborator
2013-2014
2014-2018
Since 2019
Notable Accomplishments across the Career
Professional Experience
Since Jan’19
Mar’14-Dec’18
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